Broadband

1. What to do if you have a connection problem

I can't connect and the DSL light on the BT Openreach modem is either FLASHING or OFF

1. Check the cable connecting the BT Openreach modem to the master socket is secure at both ends.
2. If you're using a data extension cable make sure it's connected at the master socket.
3. Switch off the BT Openreach modem and leave it for a few minutes before switching it back on.
4. If there's still a problem, report it to our Support Team.

I can't connect and the Internet light on my router is YELLOW

Make sure the cables are connected properly. The yellow Ethernet cable should be connected to LAN1 on the BT Openreach modem and the yellow WAN port on your fibre router.

If you're setting up for the first time, make sure you wait for 15 minutes once you've connected and switched on your router. If you've done this and the light is still yellow, please follow the instructions to set up your router manually.

I've lost connection after rebooting my router or the BT Openreach modem

Rebooting can sometimes cause devices to lose contact with each other. If you need to reboot or switch off your equipment, make sure you follow these steps:

1. Switch off and unplug the BT Openreach modem from the power socket.
2. Switch off your router and your computer.
3. Plug in and switch the BT Openreach modem back on and wait until the DSL light turns green.
4. Plug in and switch on your fibre router and wait for the Internet light to turn green.
5. Turn on your computer and retest your connection.

2. What to do if you have a speed problem

If you're using wireless

Keep an eye on your wireless signal strength. If it's low or changes a lot, see How to improve your wireless signal.

Check the wireless adapters you're using as with Wireless G, broadband speed is limited to about 20Mbps. The router we supply supports Wireless N and we highly recommend installing Wireless N capable adapters on all the computers you use wirelessly.

Most modern laptops and devices support Wireless N as standard. Older laptops, PCs and devices tend to support Wireless G. To use Wireless N with older equipment, you’ll need to install Wireless N compatible adapters on each computer or device you connect with.

During the first 10 days

Your speed may seem low after fibre optic broadband is first installed. In most cases, it'll increase within a few hours.

You'll probably see some variation in speeds over the first 10 days. At first we don't know exactly how fast your broadband can be. To help us find out, the broadband systems in the cabinet will run tests to find the best balance between speed and reliability for your line. This can cause your speeds to go up and down and you may even get disconnected a few times.

After a while your line will eventually settle down. You'll still see small changes occasionally but these are normal and nothing to worry about.

Check your anti-virus and firewall

We've had reports of speed problems while using certain anti-virus software. If you believe that you're affected by this, you may wish to consider upgrading to a quality commercial package such as Plusnet Protect.

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3. What are the lights on my router telling me?

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4. What are the lights on the BT Openreach modem telling me?

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This page last updated 1^st November 2011